Connected Service Admin

2 months ago


Houston, United States Hire Talent Full time

Description:
MAIN DUTIES AND RESPONSIBILITIES:
Connected Services Admin
• Communication between field, sales, business development managers, clients, and or co-workers
• Provide a complete daily turnover including active wells, pending tickets, resource outages, and outstanding issues
• Answers and directs phone calls to appropriate departments
• LiftWatcher + LiftIQ Administrative tasks + help desk monitoring
• Well Management (Creation, deletion, modification, Admin Center)
• User account management
• Basic real time communication troubleshooting
• Local
• Check RTU Address
• Check IP Address
• Account verification
• Well Verification
• ALSC must provide full details of problem and steps they have taken
• CC supervisor & David Pankratz
• If the tech requires training email the above as well. Tell Tech to ask their representative or manager on steps.
• Advanced real-time communication troubleshooting
• Communication
• Satellite & Telecommunication
• Alarm Troubleshooting
• Graphing not showing latest data
• Remote into SCB
• Anything past regular troubleshooting will be escalated to Zedi or Jose for liftIQ.
• Avalon help desk monitoring (Lowest Priority)
• Phone Calls
• Case Creation
• Case Escalation
• Phone backup for LCS & MSM
• Phone calls (lowest Priority)
• Lead callers to use the Portal Website
• Documentation:
• Records each incoming request in the CRM.
• Ensures all tickets are always updated during the life of the case.
• Resolves tickets according to SLA.
• Track and escalate issues, including creation and sending notifications.
• LMS
• Follows IT Security policies
• Complies with mandatory QHSE training and fulfills QHSE objectives
• Additional duties as requested.

REQUIRED SOFT SKILLS:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer
• Attention to detail
• Initiative
• Creativity
• Excellent written & verbal communication
• Problem solving skills
• Excellent customer service skills
• Good interpersonal and presentation skills
• Fluency in English (additional languages a plus)
• Willing to work flexible hours when appropriate.
• Ability to handle multiple projects and tasks simultaneously.
• Ability to work under pressure.
• Ability to communicate effectively with customers, peers, and management.

EDUCATION:
Connected Services Admin and Connected Services Subject Matter Expert / Trainer and Connected Services Team Lead
• Associate or Bachelor's degree preferred

SUPPORT EXPERIENCE REQUIRED:
Connected Services Admin
• Experience on an IT Service Desk a plus
• Knowledge and experience in the use of Ticketing systems preferred
• 1-2 years of prior support
• iLearn modules L0, L1 (Legacy System)

ll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.


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